Head - CIB Operations

Key accountability:

- Responsible for the timely & accurate execution of all operational processes specific to role

- Safeguard the health, safety, well-being, and professional development of team members

- Proactively manage risk, meeting all control, policy, and compliance requirements

- Agent of change leading continuous improvement/transformation

- Operational Excellence - Active Operations Management and Performance Excellence disciplines employed as part of operating rhythm

Key Performance Indicator:

- Improvement in processing such that SLA's are met with an error rate/level or rework at or below threshold

- Increase in Team Engagement score and maintenance of/increase in Inclusion & Diversity measure vs. target

- Risk events are kept to a minimum and within the target level set. Any breaches in policy can be evidenced as addressed appropriately as they occur and with steps taken to prevent reoccurrence.

- Improvement initiatives are identified and delivered as planned.

- A highly effective team operating rhythm with leading use of AOM tools and practices as well as PE skills resulting in a well managed and highly productive team operating environment.

Key decisions:

- Implement operational practices to deliver service excellence

- Drive and embed strategic efforts to uplift banker/customer experience, lending compliance and enterprise control environment

- Contribute to investment decisions to improve productivity, compliance and NPS

Key Stakeholder Group:

- CIB onshore leaders

- Divisional Controls and risk and compliance functions

- Product functions

Experience:

- People management, including leader of leaders

- Coaching and capability building

- Understanding of drivers for team Inclusion, Diversity and Engagement

- Process improvement, Six Sigma certification an advantage

- Risk management, both financial and non-financial

- Good understanding of customer service/satisfaction

- Management to a financial and FTE plan to include planning/forecasting

Essential capabilities

- 15 plus years of operational experience

- 15 plus years of specific corporate and institutional experience

- Large scale people leadership

- Strong communication skills

- Demonstrated ability to build a business model from start up phase

Other capabilities

- Credit

- Process excellence and improvement

- Workforce management disciplines

Qualification Requirements

Business, finance, operations, or general management qualification